Dovetail Software Blogs

There is a flurry of cautionary stories at the moment warning that hosted services may not be worth the dependency they create. Dovetail Software has long given the Clarify install a viable alternative to on-demand options, with an on-premise deployment that combines the best of both worlds. There should really be little surprise to ...

Yesterday we hinted at the confusion between Software-as-a-Service (Saas) and Service Oriented Architecture (SOA). Dovetail Software from its beginning has had a vital interest in the delivery and reuse of services in conjunction with the Clarify legacy install, through its APIs and now also through Dovetail Web Services. Unlike Saas ...

We have always believed in the users. We work to create software that liberates users, extends the usefulness of their Clarify CRM install, and actually works the way they expect. Software doesn’t work without its users. Or rather, it works, but who cares? Software that doesn’t get used remains as bug-free as a store with ...

The future development path of CRM is undoubtedly tied to the business goal of constructing a customer-centric culture. The future of IT itself is challenging and exciting. Two commentators today feature in our links column, both lauding the pivotal value of IT in the success and even survival of the enterprise. Michael Kavis, an ...

Dovetail CRM now incorporates knowledge management capability that delivers KNOVA’s suite of Intelligent Customer Experience applications. Knowledge management is an easy area for the enterprise to achieve mediocre attainments, and this is because technology is only part of the story. The way you deploy and integrate the system with ...

Automated systems are a two-edged sword in dealing with customers: on the one hand when they work they relieve human resource costs; on the other hand it becomes perilously easy to alienate a customer for life. There is no greater irony for any company than to spend money building a system that automatically destroys its customer ...